Customer Success Manager-Northeast

About the role

The Customer Success Manager leads proactive customer engagements, fosters exceptional customer lifetime value, and drives positive outcomes in customer health, retention, and advocacy within their territory. This role acts as a trusted advisor, conducting regular cadence calls, customer onsite visits, annual business reviews, and tailored customer success plans. The ideal candidate will be highly analytical, data-driven, decisive, organized, disciplined, collaborative, strategic, practical, creative, and innovative with strong problem-solving skills and adaptability.

Responsibilities

• Become the strategic partner for assigned clients, addressing their goals and recommending proven best practices to maximize desired outcomes.
• Regularly review and provide customer health data to identify trends, opportunities, and actively address risks.
• Provide internal communications regarding customer’s configuration, usage information, and system satisfaction.
• Establish and conduct proactive recurring cadence calls to accelerate the adoption of best practice solutions aligned with customer goals.
• Act as the account quarterback, supervising customer adoption, sustainment, and optimal utilization of Censis’s products and services to drive incremental value.
• Guide customers to appropriate internal Censis resources.
• Schedule proactive onsite visits to foster relationships and understand each customer’s unique environment.
• Create and conduct annual Business Reviews with customer leadership teams to align on vision, address key business challenges, and deliver value messaging.
• Execute contract renewal management workflows to ensure timely renewals.
• Build and maintain clinical and technical knowledge expertise, including workflow solutions and benefits of Censis applications.
• Actively support funnel growth by generating qualified CS leads based on customer evidence.
• Update required CRM systems and follow cross-functional standard workflows.
• Act as a client advocate while aligning with Censis values and initiatives.

Requirements

• 3 years of relevant experience in Sterile Processing Lead or Educator roles, ideally with Censitrac super-user experience.
• Bachelor’s degree or equivalent work experience.
• CCSVP or higher certification, or ability to attain within the first 6 months in the role.
• Experience interacting with stakeholders in sterilization, hospital hygiene, or operating room fields.
• Ability to diagnose complex issues, comprehend services, and blend them into practical solutions that meet client needs.
• Excellent organizational skills, adaptability, and ability to anticipate and respond to changing priorities.
• Strong communication (oral and written) and presentation skills, demonstrated across multiple organizational levels.
• Proficiency in analytical, commercial, and digital tools such as Excel, SharePoint, Oracle, Salesforce.com, and CRM tools.
• Available to travel approximately 30% of the time.

About the company

Censis, the first company to engineer a surgical asset management system tracking instruments and patients, sets the standards for the sterile processing industry. Censis recognizes the connection between perioperative innovation, efficiency, and improved operational performance. By investing in technology, integration, education, and support, Censis empowers hospitals and healthcare providers to stay compliant and ahead in a rapidly changing environment.

Fortive, the parent company, is a global industrial technology innovator accelerating transformation in high-impact fields like workplace safety, build environments, and healthcare. With a diverse team of 10,000, Fortive fosters a dynamic, inclusive culture focused on learning, growth, and solving challenges at scale.

Pay

The salary range for this position (inclusive of sales incentives/commissions) is $75,700 – $126,400.

Benefits

• This position is eligible for a bonus as part of the total compensation package.